If you've already paid for a subscription but the Tractive app is asking you to choose a new one, don't worry. This usually happens because you're logged into a different account than where your subscription was activated. Let's get you into the right account.
Why this happens
When you buy a tracker and subscription from tractive.com, the purchase process has two parts:
Part 1: Tracker purchase
You buy a tracker, and use an email address that’s registered to a Tractive account.
Part 2: Activation
After the tracker purchase, you're prompted to log in to activate your tracker by getting a subscription.
Your tracker and subscription will be linked to whichever Tractive account you log in with at this step.
How to find where your subscription is
Let's figure out which account has your subscription.
Step 1: Check your email inboxes
- Look for an email from Tractive with your tracker activation.
- Note the email address where you received this confirmation.
Step 2: Log out of the wrong Tractive account
- In the Tractive app, go to Account > Account Info.
- Check your Email. This is the account you're currently logged into.
- If this email is different from your tracker activation email, that explains why you're seeing the subscription prompt.
How to fix it
The solution is to log into the correct account where your tracker and subscription were activated.
Log into the right account
- In the Tractive app, go to Account > Sign Out.
- Sign back in using the email address from your purchase confirmation, or the email you logged into when purchasing your subscription.
- If you used Apple or Google to sign in during your purchase, use the same login method now.
- If you forgot your password, select Forgot your password? to reset it.
Once you're logged into the correct account, your tracker and subscription should be ready to use.
What about the “I have a prepaid activation code” option?
This isn't the solution you need.
Activation codes are only sent out for special promotions. If you purchased your tracker and subscription normally from tractive.com, you won't have an activation code.
Instead, follow the steps above to log into the correct account.
Still need help?
If you've tried the steps above and still can't access your subscription, contact our support team with the following so we can help you right away:
- The date of your Tractive subscription payment
- The exact amount that we charged for the payment
- If you paid using a card, the last 4 digits of the card that you used
- If you used PayPal, your PayPal email address
We'll help get you into the right account.